Help Scout Leadership

AUGUST 22, 2023

Providing the best customer service starts with the people you hire. These five personality types are essential on every customer support team. Read the full article

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75

Help Scout Leadership

AUGUST 22, 2023

Learn how to write a better email to get faster at answering support emails and, more importantly, send responses your customers will love. Read the full article

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81

Help Scout Leadership

MAY 12, 2021

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured?

Retention 116

Retention Revenue Sales Sales 116

Help Scout Leadership

AUGUST 22, 2023

Increase your support speed and build a more effective team by teaching the skill and art of troubleshooting for customer service Read the full article

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Help Scout Leadership

AUGUST 22, 2023

Gear your team up for this year's seasonal spike with these six holiday customer service tips, plus a few inspiring holiday support stories. Read the full article

Scaling 75

Scaling 75

Help Scout Leadership

AUGUST 22, 2023

It's possible to outsource customer support without degrading service quality. Here's what you need to know to outsource the right way. Read the full article

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Viima

JULY 28, 2022

The ever-changing dynamic of customer relationships with brands has transformed the way organizations plan their growth. With the rise of numerous communication platforms and social media channels it seems easy to get feedback and understand customers’ needs and pain points. But the easy access to information is deceiving.

Revenue 80

Revenue Media Manager 80

Help Scout Leadership

AUGUST 22, 2023

When your company is enjoying some downtime during a retreat or holiday, how should you manage customer support? Read the full article

Manager 75

Manager 75

Help Scout Leadership

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Media 95

Media Small Business Marketing Operations 95

Help Scout Leadership

MAY 18, 2021

Sometimes customers want to talk to a live person. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat. The interaction on the customer’s end all takes place in the chat window.

Benefits 115

Benefits Media Software Sales 115

Help Scout Leadership

OCTOBER 26, 2021

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

SaaS 115

SaaS Metrics 115

Help Scout Leadership

AUGUST 22, 2023

Learn how to write a customer support job description that attracts your ideal applicants, and review some excellent real-world examples. Read the full article

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Know Your Team

MARCH 14, 2022

We’ve been a 100% remote company for the entire time, and purposefully stayed small in headcount, and avoided traditional VC funding to enable us to stay focused on serving our customers to the highest quality. You can read more about our journey so far here. (We’re We’re a bit of weird company, admittedly!).

Engineering 52

Engineering Manager Software Accounts 52

Help Scout Leadership

AUGUST 22, 2023

These customer support salary reports reveals what customer support professionals earn by location, industry, gender and more. Read the full article

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Help Scout Leadership

AUGUST 22, 2023

If you want to improve your customer support operations or are considering implementing AI-based solutions, this list of 11 promising AI tools for customer service will enable you to make an informed decision. Read the full article

Software 52

Software Operations Implementation 52

Help Scout Leadership

AUGUST 22, 2023

Quality customer service cannot be maintained with an iron fist. Learn the the right medium to engage customers in, so that you can use and scale consistently to provide outstanding online support. Read the full article

Scaling 40

Scaling 40

Help Scout Leadership

AUGUST 22, 2023

How can you best support customers whose first language isn’t English? Read the full article

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Help Scout Leadership

AUGUST 22, 2023

Which is better, an omnichannel support solution or a custom, multichannel stack? There’s a better middle ground. Read the full article

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52

Help Scout Leadership

AUGUST 22, 2023

Understand the role of Customer Support Operations in scaling up a customer service team, and learn the responsibilities and skills required to succeed in the role. Read the full article

Operations 40

Operations Scaling 40

Help Scout Leadership

AUGUST 22, 2023

When your support queues are long and the task at hand seems endless, it can be dispiriting for the team and unhelpful for your customers. Taking active steps to isolate and manage the backlog can get you back on track. Read the full article

Manager 40

Manager 40

Help Scout Leadership

AUGUST 22, 2023

Customers don't like the insincere and often strangely affectionate tone that some companies force their support teams to use. Read the full article

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40

Help Scout Leadership

AUGUST 22, 2023

Think you need Gorgias to support your eCommerce company? Here are 8 solid Gorgias alternatives for your customer service team. Read the full article

eCommerce 40

eCommerce 40

Help Scout Leadership

DECEMBER 7, 2023

For customer service workers, AI and the way companies implement it can be scary. Here is an honest discussion about AI anxiety in support and some tips on how to feel more comfortable in the face of change. Read the full article

Manager 45

Manager Implementation 45

Help Scout Leadership

AUGUST 22, 2023

Apologies are necessary, but if there isn’t a system in place to learn from customer feedback, you're putting your support team on the receiving end of complaints with no means to fix the root of the problem. Read the full article

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Help Scout Leadership

AUGUST 22, 2023

Learn how Help Scout's addressing that and redefining self-service customer support. Self-service is the new competitive differentiator. Read the full article

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Help Scout Leadership

JULY 6, 2021

If you’re using a shared Gmail or Outlook mailbox for support, a shared inbox tool can improve your agent and customer experience significantly. Front helps teams of all types — support, marketing, and sales — manage communications. support@ ). The 9 best Front alternatives for support teams.

Project Management 65

Project Management Media Software Scaling 65

Help Scout Leadership

AUGUST 22, 2023

With so many options, it can be hard to find the right plugin to build the WordPress help desk your customers deserve. To help, we've created a list of the 15 best plugins for providing personalized and timely customer support on any WordPress site. Read the full article

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Help Scout Leadership

AUGUST 22, 2023

Looking for the best customer support tool for your team? We’ve compared 11 different Kayako alternatives to help you find the best option. Read the full article

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40

Help Scout Leadership

AUGUST 22, 2023

Learn the 4 stages of the customer support funnel, and you can use it to retain customers. Read the full article

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40

Help Scout Leadership

AUGUST 22, 2023

Writing the best customer support manager job description is important when staffing for this key role within your company. Here are ten examples of great descriptions and templates you can use to write your next one. Read the full article

Staffing 40

Staffing Manager 40

Help Scout Leadership

DECEMBER 16, 2021

Customer support data is the universal language that allows you to communicate the influence your team has to the rest of the company. Read the full article

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65

Help Scout Leadership

AUGUST 22, 2023

Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity. Read the full article

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100

Help Scout Leadership

AUGUST 22, 2023

Here are plenty of customer service team names and role titles to consider. Naming a new team or considering renaming your existing one? Read the full article

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Help Scout Leadership

AUGUST 22, 2023

Help Scout is a fantastic support tool, but that’s not all it is. Learn the many ways the RealtyNinja team uses Help Scout to better their business. Read the full article

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Help Scout Leadership

AUGUST 22, 2023

Your customers tell you what they really want, but mostly inside customer service requests. Here’s how to uncover inbox insights. Read the full article

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52

Help Scout Leadership

SEPTEMBER 30, 2021

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how. Read the full article

Scaling 124

Scaling 124

Chief Executive

JUNE 3, 2022

Here are five ideas to help you support them in their business growth goals with existing customers: . are willing to spend an average of 17% more due to excellent customer service. Support your account executives’ networking activities. Their wins are your wins, after all. Build in time for learning and observation.

Sales Funnel 52

Sales Funnel Sales Sales Accounts 52